Summary:
Customer-centric, technically skilled MCP with 12 years experience in the Information Technology field who is seeking a position in the area of Senior Help Desk Analyst, Customer Service, Desktop, or IT projects.

Certification:

Microsoft Certified Professional, Certified Network Administrator NOVELL, PC LAN Technician Diploma

Technical Skills:
Operating Systems: Windows XP/ 2000/NT/Active Directory/Windows 7

• Email Server: Microsoft Exchange Server 2000/5.5
• Security: Network and E-mail Permission and Rights
• Business: SAP, Difinity Site Administration, Terminal Services, iManage, Siebel
• Hardware: NICs, modems, video cards, sound cards, IDE/SCSI, memory, PC-Card
• Networking: WINS, DNS, DHCP, TCP/IP, Cabling, Hubs, Switches
• Communication: Strong communication and interpersonal skills.

Confidential, Plano, TX
Senior Help Desk Analyst2005--present

• Level 11 share point admin and support
• Diagnose, troubleshoot and resolve issues over the phone in a fast paced- dynamic environment
• Answer incoming support request, inquiries via telephone, chat and E-mail to determine if problems are user, software or hardware related.
• Analyze problems/issues/inquiries, assign severity levels to the appropriate technician and follow through to resolution.
• Perform call backs ensuring issues are resolved in a timely manner and that ticket information is accurate.
• provided mentoring to other Help Desk Analyst team members
• Provided Global Support for Texas Instruments Employees
• Provided support for : SharePoint sites, Hardware, Software, mobile phones, desk phones, security access
• Promoted to support team only after 2 months, handle Level 2 issues
• Office/Outlook 2003,2007,2010
• Supported Win 7 / Vista/XP
• Used remote desktop tools SCCM and WebEx
• Entered tickets using Remedy
• Active Directory support with passwords and privileges
• Connectivity issues
• Back up tool issues
• All MAC OS
• Support Internal and external employees and customers
• Setup, Repair and Good hands on Ms-Access, Excel, Remedy, Outlook, Exchange, Office, Windows XP, windows vista remotely and over the phone
• Consistently hold top numbers for number of calls taken 8/06 Analyst of the Month,strong business process and system analysis
• Contributed to a Knowledge Base consistently
• Use help desk application to track problems and prioritize call tickets ,phone, email, fax
• Remote Connectivity issues
• Network Printer Support/ Blackberry /Android/ IPhone support

Confidential, Plano, TX
IT Help Desk Analyst 32000 -2005

• Provide superior customer service to McAfee employees
• Provide phone support for clients in an enterprise environment, including after-hours on-call support.
• Create and maintain cases using Magic Help Desk.
• Provide support for client who e-mail and submit tickets via Magic Self Service Help Desk.
• Create and modify corporate domain and e-mail accounts in an Active Directory environment.
• Create and modified VPN accounts on a RSA server.
• Create and modified iManage and Magic Help Desk accounts
• Triage Help Desk requests, that can not be solved by tier 1 Help Desk, that require level 2, or higher, support
• Configuration of Cisco switches, including port speeds, duplexing, and re-enabling of error-disabled ports
• Process account termination for employees that leave or are discharged from the company.
• Install, configure, and trouble shoot MS Windows XP, MS Office XP, Microsoft Internet Explorer, McAfee AntiVirus, and other software over a LAN/WAN using MS Remote Assistance.
• Configure and troubleshoot VPN used to access corporate network from a remote location.
• Unlock and reset passwords for Active Directory, voice mail, iManage, Siebel, and SAP accounts.

Confidential, San Jose Ca,
(TRC) Technical Response Center
Priority one coordinator IT Analyst 1997- 2000

• Provide superior customer service to 20,000 Cisco employees.
• Provide phone support for clients in an enterprise environment, including after-hours on-call support.
• Managed E-mail in queue and Work orders per SLA.
• Provide support for client who e-mail and submit tickets.
• Create and modified VPN accounts on a RSA server.
• Triage Help Desk requests, that can not be solved by tier 1 Help Desk, which require level 2, or higher, support.
• Troubleshoot network hardware/software error on systems Running NetWare V3.X & V4.X platforms/w Intranetware client, UNIX, Oracle, Navigator 3.0,
• Configure and troubleshoot VPN used to access corporate network from a remote location.
• Coordinated DSL Rhythms connection to Cisco

Confidential, San Francisco, CA. 05/96-02/97
Technical Support Analyst-Helpdesk

• Provide support for client who e-mail and submit tickets.
• Using Syscon 4.1 and 4.11 to build Novel network accounts
• Triage Help Desk requests, that can not be solved by tier 1 Help Desk, which require level 2, or higher, support.
• Working with Pcon and Syscon to assess network activity, setting networks passwords
• Print Que. Management, Supporting Windows based products and various in-house Mainframe applications
• Provide superior customer service to 10,000 Franklin employees.
• Provide phone support for clients in an enterprise environment, including after-hours on-call support.
• Tracking calls using Expert Advisor V3.1.0,
• Managed E-mail in queue and Work orders per SLA

EDUCATION: Confidential

HONORS/ACTIVITIES:

Deans list Sawyer College, West Valley College.
P.A.L Baseball Coach. Army Veteran